Senior Product & Customer Insights Manager, Customer Experience Strategy
Amazon.com
Bangalore, KA, IN
14h ago

Amazon is seeking a Senior Product & Customer Insights Manager, Customer Experience Strategy, based in Bangalore, India. The service our team provides is to inspect, measure, and drive improvements to Amazon’s customer experience and present recommendations to senior leaders in order to drive changes and solve identified issues.

The person in this role will support a team of Analysts and Product & Customer Insights Managers worldwide, help contribute to and own our service delivery and project roadmap, and will innovate and build new methodologies and products to continuously iterate and improve our service -

all in an effort to provide a better customer experience.

The candidate must possess excellent analytical skills and a track record of delivering projects in a complex and ambiguous environment.

Previous product management experience would be advantageous for this role.

Key Responsibilities :

  • Plan and manage processes to deliver data-driven insights by working backwards from customer needs, including : scoping each unique effort, defining methodology, data collection, data analysis, customer engagement, and providing recommendations presented to senior leadership
  • Partner with internal stakeholders to define and update priorities
  • Continuously innovate and improve efficiencies
  • Develop reports and metrics to drive customer experience improvements
  • Work cross functionally with peers / colleagues globally to support training, best practices, and shared opportunities
  • The right candidate will :

  • Be passionate about improving customer experience
  • Have experience influencing and earning the trust of senior stakeholders and influencing critical decisions
  • Be creative and have excellent business judgment
  • Have a strong sense of urgency and commitment
  • Be a self-starter and an independent thinker who follow-ups on responsibilities in a timely manner while also a strong team player
  • Be a problem solver who always thinks about what to do next
  • Have excellent analytical capability
  • Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment
  • At least 7 years of experience or master’s degree and 5 years of experience or an equivalent combination of education and experience
  • People management experience
  • Experience in an international work environment in areas such as management consulting, product management, internet, technology, retail, consumer goods or research firms
  • Robust quantitative and qualitative analytical skills, excellent attention to detail, and good business acumen
  • Strong communicator with experience in facilitation across all levels; skilled at addressing both large and small audiences across multiple leadership levels and functions
  • Excellent English writing skills; able to produce and finalize complex documents
  • Advanced degree (e.g. MBA) preferred
  • Track record of delivering big results in high paced and highly ambiguous work environment
  • Amazon is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

    5121540051

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